Use a Button to Insert Quick Text into Your Chats
- Performance and Developer editions created after June 14, 2012
- Unlimited Edition with Service Cloud
- Enterprise and Unlimited editions for an additional cost
Who: To insert quick text, users need Read permission on the quick text object. Optionally, you can also give users Create, Edit, and Delete access so that they can create and manage their own quick text.
In orgs created after Spring ’18, all user profiles include Read access by default. However, users with a Salesforce Platform user license can’t work with quick text. If you gave your users permission to create, read, update, and delete quick text in Salesforce Classic, that permission is honored in Lightning Experience.
How: Quick text in Lightning Experience is enabled by default in all orgs. If you enabled and created quick text in Salesforce Classic, your messages work in Lightning Experience.
When you create or edit quick text, set the Channel field to Chat. Then look for the new quick text button when chatting.